Complaints

This profile includes complaints for American Service Pets's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Service Pets

  103 Palm St Newport Beach, CA 92661-1212

  
• 

  American Service Pets

  848 N Rainbow Blvd # 509 Las Vegas, NV 89107-1103

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/3/24, I was billed $92.29 & $25 for a travel disability **************** fees for a dog that has passed from our lives some 6 months ago. I did not realize this was a revolving charge. I spoke with customer ********************** this morning and they advise that emails were sent out informing of the charges, but, owing to medical & legal issues that are consuming a lot of my time right now, I have not had time to catch up on emails this week. This business model seems to me to be built on charging people for a service that they do not currently need -- this is evidenced by their unwillingness to reverse the charge. I am very unhappy with this organization and this could not have come at a worse time for me. I am retired and on a fixed income and did not plan for this expense at this time, and, again, for a pup I've already been mourning the loss of. I will not be recommending against this company to anyone who will listen, as this is exploitative and predatory billing in practice.

  

  Business Response

  Date: 09/06/2024

  Thank you for taking the time to speak with me earlier today, I truly appreciate the opportunity to discuss your concerns of your recent renewal with American Service Pets. Im deeply sorry to hear about the loss of your dog and understand how difficult this time has been for you. I also completely understand the frustration youre feeling regarding the unexpected charges, especially with everything else youre dealing with right now.  While our intent is never to cause additional stress, I recognize how these charges were untimely and unwelcome. Id like to clarify that our subscription model includes regular renewals, and we send out reminders in advance, but I fully understand that things like emails can easily be overlooked when youre going through so much. Please know that I have refunded and voided your account and all subscriptions have been cancelled.  If you should ever need anything in the future, please do not hesitate to reach out to us.  

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted American Service Pets on 07/31/2024 requesting a multiple pet verification form. They charged me $25 to have form signed by their doctor. I was told verbatim the form would be signed and emailed to me within 48 hours. I contacted them on 08/02 and told them I have not received the forms signed by their doctor yet. They told me the form that was sent to them was not readable which in fact it was. I was asked to resend form. While having Khloe (customer *********************** on the phone again on 08/02/2024 I sent over the form correctly again. Plus sent it another 6 times hoping one would be accepted. She informed me the form was received and was readable and placed me on hold. She got back on the line and told me the doctor signed the form and it was uploaded back into my account and that I would have to wait another 48 hours. I waited till 1pm mountain time on Monday 08/05/2024 and contacted them again. This time it was representative ******** that told us the form AGAIN was not acceptable and that we would have to resend the form again. I told her it was accepted on 08/02 and that I was not told it was unacceptable infact was told it was already signed by their doctor. After waiting on hold ******** told us she accepted form and was getting a signature and that I would have to wait another ********************************** for multiple pet verification form and I suffer from PTSD, ******************** and I keep getting the run around from them. I have been told since 08/02 I would get a call back from a supervisor and I am still waiting to hear back as one was not available any time I called to speak to me. I am going to loose my place of residence and have had to beg for more time as this company will not help me after Ive paid what was asked for their services.

  

  Business Response

  Date: 08/16/2024

  Thank you for reaching out to us and sharing your experience. We sincerely apologize for the frustration and inconvenience you've encountered throughout this process, especially given the urgency of your situation.  We understand that you've been in contact with our team multiple times regarding the multiple pet verification form. According to our records, the form was initially received on 07/31/2024 and uploaded to your account for completion. On 08/02/2024, an email was sent to you from ******************* explaining that the form could not be completed due to readability issues; it was too dark to complete.  After receiving a new form on 08/05/2024, we promptly uploaded it again. Per the notes on your account, the completed form was emailed to you on 08/05/2024 at 1:09 PM. Additionally, we show that the form was sent again on 08/08/2024 and 08/13/2024. We also attempted to call you on 08/13/2024 to confirm receipt of the completed form.  We completely understand how critical this document is for your housing situation. We are truly sorry for the delays and any distress this may have caused you.  If you have not yet received the completed form, we kindly ask you to contact us as soon as possible and provide an alternative email address. We want to ensure you have everything you need and will do everything we can to assist you further.  Again, we apologize for the inconvenience and appreciate your patience. Please do not hesitate to reach out if there's anything else we can do to help.

  Customer Answer

  Date: 08/16/2024

  I want all the phone calls associated with my account pulled because theyre lying about response dates and times. The first thing their customer ********************** *** says when they answer the phone is that youre on a recorded line all the calls should be recorded and stored if they havent deleted to cover their behinds. 

• Initial Complaint

  Date:07/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got charges on my card that I didnt know why. Further investigation showed it was from these guys and Ive been trying to figure out how to cancel my subscription but they dont have a way for you to do it yourself. I dont have the funds to be spending close to 30 dollars every month for this

  

  Business Response

  Date: 08/13/2024

  Thank you for bringing this to our attention, and we sincerely apologize for the confusion and any inconvenience you may have experienced.
  Upon reviewing your account, we found that several emails were sent to you with our Customer ********************** contact information, including our phone number. We also have a record of your call to our customer ********************** department on 5/21/2024, although it appears that this charge was not discussed at that time.
  We understand your concern about the charges, and we want to assure you that we have since canceled your subscription and refunded your last payment on 8/5/2024. Our team has attempted to reach out to you via phone to discuss your concerns further, but it seems we haven't received a response to our voicemails.
  We are committed to making sure you have a positive experience with our service. If you have any further questions or need additional assistance, please do not hesitate to contact us directly. We are here to help.
  Once again, we apologize for any confusion and appreciate your understanding.

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was looking for a letter of authorization that would allow me to take a dog to public places such as stores as a support animal (anxiety related) and reached out to American Service Pets. I completed a questionnaire and spoke to a rep. $110.44 was charged to my credit card on Nov. 22nd of 2023. I subsequently received the letter valid for a year and a harness I had ordered. That was to have been the end of the transaction. Unknown to me, they have since charged my credit card eight additional eight times (5x at $29.99 and 3x at $31.79). When I discovered this on 7/2/24, I called and spoke to a rep to understand the charges and to request a refund. I was told very rudely (the call is recorded) that I would not receive a refund and that the service was for "training" which she falsely said was required. In Nov. when I first contacted the company, I was never told of this training service, never used it and never authorized any deductions beyond the initial $110.44. She also refused multiple requests to let me speak w/a supervisor. She told me my initial call in Nov. would have been recorded. ******, I told her to listen to that as it would show that the service and charge were not disclosed to me and that I unequivocally did not authorize these charges. To that, she responded, "I don't need to" because "everyone reads from a script during calls" (not supported by a subsequent call I made to the company). I am requesting a full refund of the eight monthly charges and the initial $110.44. The latter because that service was entirely misrepresented. Again, I sought the letter to take a dog out to public with me hence the purchase of harness. Upon research, I've found that "neither the *** nor Virginia's service animal law protects your right to have your *** in a public accommodation", the very reason/the only reason for which I sought this company's service per my conversation w/them. This company is repeatedly misrepresenting its services and hiding fees/costs.

  

  Business Response

  Date: 08/05/2024

  Thank you for sharing your experience with American Service Pets. We apologize for the inconvenience and frustration caused by the charges and the customer ********************** response you received. We understand your concerns regarding the unauthorized charges and the miscommunication about the services provided. We take these matters seriously and aim to resolve them promptly.
  Regarding your claim of misrepresentation, you had requested a package to allow you to bring your animal with you in public. You were assessed by one of our contracted providers for a PSA (Psychiatric Service Animal), which differs from an Emotional Support Animal. PSAs are allowed in public areas per *** regulations and are typically specially trained to provide specific services to their handlers.
  We are aware that a supervisor was able to reach out and speak with you on 7/17/2024 and process a refund for all of your charges.
  Thank you for bringing this to our attention, as we do use all feedback as training tools for our agents to ensure that our customers receive the best customer ********************** experience. If you have any further questions or need additional assistance, please do not hesitate to contact us.

• Initial Complaint

  Date:06/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/26/24 I made a purchase of $440.59 from American Service Pets. Within 10 minutes I called a customer representative to cancel the order and they indicated the entire amount would be refunded. They indicated I would not receive a confirmation email of the cancelled order which I found odd. Two days later on 06/28/24 the original purchase posted to my account and had not been refunded and I had several other fraudulent charges made to my account from ********************. I have attached screenshots of the original charge that hasn't been refunded and all of the other fraudulent charges. I called a customer ********************** representative and they said they only see the original charge. Fortunately, I recorded the original call where she said the entire amount would be refunded. I need American Service Pets to refund all of the charges the placed on my account.

  

  Business Response

  Date: 07/02/2024

  Thank you for bringing your recent purchase and refund concerns to our attention. After reviewing your account, we can confirm that you were only charged once for your purchase. You should have received a confirmation email when you purchased your package on 6/26/2024.  In this email it lists each item you purchase and the price of the item. The screenshots you attached show the total amount you paid on 6/26/2024.  Then on 6/28/2024, you should see the refunds for each item in the package you selected, this will reflect each item in your package as it was broken down in the initial confirmation email you received.  When the refund is issued, we have to refund each item individually and one email is sent out for each refunded item.
  Our records also indicate that you spoke with one of our agents today, who explained that the screenshots represent the refunds processed for your order. If you would like to ensure that the total was refunded, you can contact your bank and they are able to tell you the total amount that was refunded.
  We appreciate your understanding and are here to assist with any additional concerns.

• Initial Complaint

  Date:06/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On may 24 2024, Mom mom was in the hospital and they put her on hospice Im the only one who could take care of her but I had my dog and the place she was staying didnt except dogs so my dog hes support dog so I needed something so I could keep my dog with me and take care of mom so I applied for American pets and after they said your dog has to be a service dog and I said oh no I have the wrong service it wasnt more than an hour I found the correct service and called and explain and ***** said I understand and we will cancel well the next day I started getting emails about the service and I called again and spoke to ******* and she said I will make sure it get done nothing happened and I kept calling and ******* said they denied me my refund and a couple a days ago I received ***** and June 11 received a email about another ***** . I called them right away and explained what happened and they never put a stop on the service.

  

  Business Response

  Date: 06/13/2024

  Thank you for reaching out and bringing this matter to our attention. We apologize for any inconvenience and miscommunication you have experienced.
  A partial refund of $58.82 was issued to you on 6/7/2024 because the items had already been shipped out. As explained by our agent, the remaining funds could only be refunded once the items were returned. The final refund of $153.17 was issued on 6/11/2024, and your shipping and handling charges of $14.32 were refunded to you on 6/12/2024.
  We are sorry for any confusion and inconvenience this situation may have caused. If you have any further questions or concerns, please do not hesitate to contact us. Thank you for your understanding.

  Customer Answer

  Date: 06/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently renewed my *** certification and was denied by my landlord. I have exhausted all suggestions and requested a reasonable accommodations form to be filled out by the doctor. I can not reach anyone there, nor will they return my emails. I was promised a refund if not approved but have yet to speak to a person willing to help me. It has been nearly impossible to get a hold of a knowledgeable person.

  

  Business Response

  Date: 06/13/2024

  Thank you for bringing this matter to our attention, and we apologize for any inconvenience you have experienced. We have attempted to contact you using the phone number listed on your account. Additionally, a form was completed for your housing and emailed to you on 5/13/2024.
  To resolve this issue, please contact American Service Pets at ************. We are happy to assist you further or process a refund. Please note that, per our policy, we need to speak with you on a recorded line to proceed.
  Thank you for your understanding, and we look forward to assisting you.

  Customer Answer

  Date: 06/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************************
  
   
  

• Initial Complaint

  Date:06/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used this company on March 23, 2024 for a service dog letter and agreed to a fee of $84 for the consult and then $25 paid directly to the doctor who wrote the letter. But now I see a charge every month for $29 to $31. This is not what was agreed to and I do not have any invoice or email stating that this would be charged. It seems like they are charging me a monthly fee for dog training which is not something that I even called them about. This is a scam and they are using my credit card fraudulently. They did charge my card for the 1st two charges that were agreed to and they looked correct but the new charge says American Service Pets ********************. They charged me March 30 + April 30 + May 29th in 2024. Which I have no idea what that is for and the do not provide a phone number. Beware of this scam!

  

  Business Response

  Date: 06/07/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion and inconvenience you have experienced regarding the charges on your account.
  To clarify, the monthly charges you noted are part of a service provided as a 7-day trial to all customers who sign up for a Psychiatric ********************** Animal (PSA). This service ensures compliance with the Americans with Disabilities Act ***** and includes access to our online training program, which is essential for ensuring your PSA is properly trained according to the *** and maintaining compliance.
  When you signed up, you should have received an email with instructions on how to sign in, reset your password, and begin the online training. Our goal is to ensure all customers are fully informed and able to utilize this service. However, we understand there may have been a misunderstanding or oversight regarding these communications.
  Our customer ********************** number is included in all emails from American Service Pets and is also available on our website for any questions or concerns.
  Given your feedback, we will enhance our training of agents to ensure the trial and subscription details are clearly explained. We have canceled your subscription to prevent future charges. Unfortunately, we cannot issue a refund because our records indicate your bank has already recouped the funds on your behalf.
  Again, we apologize for any inconvenience you may have experienced.

  Customer Answer

  Date: 06/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:05/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have tried to cancel my membership 3 times (first time next day after signing up) and they still have not canceled and are still charging my monthly fee after even acknowledging that I was canceling and requested for me to call to cancel making it hard to cancel and trying to convince you not to cancel. I didnt have to talk to anyone to start service I shouldnt have to talk to a person to cancel

  

  Business Response

  Date: 05/13/2024

  Thank you for choosing American Service Pets. We deeply regret any inconvenience you've experienced while attempting to cancel your membership. We understand your frustration and your preference for email cancellation options.
  Although certain services can be managed online, cancellation requires direct communication with our team to ensure accuracy and security. We recognize that this process may appear burdensome, and we're actively working to streamline it while upholding necessary security measures.
  Rest assured, your subscription was successfully canceled on 5/13/2024 when you contacted us and spoke with one of our agents. If you have any further inquiries or need assistance, please don't hesitate to reach out to us directly. We're dedicated to addressing your concerns promptly and ensuring your satisfaction. Your patience and understanding during this process are greatly appreciated.

• Initial Complaint

  Date:05/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a scam. They are charging me almost $200 to renew and Ive tried to cancel but the customer ********************** isnt real. I want to discontinue their so called services immediately.

  

  Business Response

  Date: 05/13/2024

  We understand your concern, but we want to assure you that we are not a scam. Our aim is to provide legitimate services to our clients. According to our records, you contacted us on 5/06/2024, and our agent successfully canceled the auto-renewal for you. As a result, you will not be charged any further fees from American Service Pets.
  Your satisfaction and trust are important to us, and we apologize for any confusion or inconvenience you may have experienced. If you have any further questions or concerns, please don't hesitate to reach out to us. We're here to assist you in any way we can.

  Customer Answer

  Date: 05/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************